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About the Role

We are creating a new Customer Success Manager role to own the day-to-day health of our customer relationships, keep senior sponsors informed and confident, and ensure customers gain maximum business value from our cloud-based data and analytics platform. You will be the trusted advisor for customers and the internal advocate for their needs, focusing on growth, retention, and satisfaction through operational success, adoption, and advocacy. This is a foundational hire where you will help define the Customer Success function.

Responsibilities

Own the business and operational relationship across a portfolio of Investment Manager customers, acting as the primary channel for communications to and from senior sponsors.
Build and maintain customer success plans capturing each customer’s strategic objectives, use cases, stakeholders, and measures of success.
Facilitate regular service and business reviews covering service performance, delivery progress, data quality trends, and roadmap alignment.
Maintain a live view of customer health and stakeholder mapping to spot emerging problems, sponsor changes, and single points of dependency early.
Own the view of relative priority across your portfolio, determining where Aiviq's attention is most needed.
Work with leadership to agree on the allocation of Aiviq's specialist capacity, providing clear, evidenced recommendations.
Support Professional Services project managers on in-flight implementations, ensuring customer readiness and a smooth transition into production.
Convene internal teams to unblock issues, keep commitments visible, and feed recurring themes back into Product, Engineering, and Operations.
Act as the visible point of contact for significant customer escalations, owning the customer-facing narrative and knowing when to escalate internally.
Deliver clear, honest communications and coordinate internal responses during escalations, setting realistic expectations.
Lead post-incident follow-up, including root cause summaries, remediation plans, and actions to rebuild confidence.
Represent the customer voice in roadmap discussions and channel structured feedback into Product.
Stay ahead of the Aiviq roadmap and release schedule, understanding the practical implications of new capabilities for customers.
Translate upcoming features into customer-specific benefits and build the case for adoption.
Drive release readiness with customers, including communications, timing, enablement, testing, and sign-off, then track adoption.
Partner closely with Sales, sharing intelligence on customer health, stakeholder changes, satisfaction, and emerging needs.
Support reference customers, case studies, and advocacy.
Identify and qualify expansion signals, such as new use cases, teams, data sources, or geographies, and hand them to Sales.
Help define Customer Success at Aiviq, including playbooks, health scoring, escalation protocols, review cadences, and tooling.
Report on customer satisfaction, engagement, and adoption to the Operations leadership team, championing the customer internally.

Requirements

Substantial experience in customer success, client service, or account management within B2B SaaS, fintech, or data, including personal ownership of a portfolio of enterprise customers.
A track record of trusted relationships with senior stakeholders and the confidence to handle difficult conversations.
Seniority and self-direction to operate without a playbook and, initially, without a team, setting priorities that reflect both customer and Aiviq business value.
Experience in the asset or wealth management industry and with enterprise data platforms.
Excellent written and verbal communication skills, with the credibility to present to a senior sponsor.
Strong negotiation and influencing skills applied internally as much as externally.
Ability to translate technical detail into business meaning and business need into actionable insights for services and engineering teams.
Comfort with data concepts and unafraid of detail.
Strong organizational skills to balance multiple customers, priorities, and internal teams.
Sound judgment on when to escalate, when to reassure, and when to say no.
A passion for customer success and for building strong, long-lasting customer relationships.
Calmness under pressure.
Confidence and credibility without ego.
A collaborative mindset that embodies Aiviq's core values of collaboration, openness, innovation, and respect.
An open mind that brings diversity of thought.

Skills

Customer Success
Client Service
Account Management
B2B SaaS
Fintech
Data Analytics
Relationship Management
Stakeholder Management
Communication
Negotiation
Influencing
Problem Solving
Prioritization
Escalation Management
Incident Management
Product Adoption
Roadmap Planning
Cross-functional Collaboration
Data Concepts

Location

London
Global

Work Type

Hybrid
Remote flexibility
Travel as required

Experience Level

Senior

Benefits

Opportunity to define a new function and lead it as the company grows
Career growth in a collaborative, globally expanding fintech
Development support
Opportunities to work from other global locations
Home-working flexibility

About the Company

Aiviq is a fintech company transforming how asset managers globally process, analyse, and leverage their data.
Our solutions power critical business processes for leading financial institutions worldwide, helping them drive efficiency and growth.

Equal Opportunity

Aiviq is an equal opportunity employer and values diversity in our workforce.